Webster Bank

Account Manager

• Responsible for all facets of people management to include, coaching and facilitating performance and corrective action discussions.
• Strategic and innovative thinker – using outside of the box ideas to meet annual quota goals.
• Communicates with clients to understand their needs and explain product value.
• Collects and analyzes data to better position Ametros products and services in the market.
• Keeps accurate records pertaining to potential case load and account notes.
• Resolves complaints and prevents additional issues by improving processes.

Manager, Strategic Account Management

Bilingual

• Resolve member complaints and escalated issues, ensuring a satisfactory outcome.
• Document and track escalated issues, maintaining clear and comprehensive records from initiation to resolution.
• Manage casework queues in Customer Relationship Management tool (Microsoft Dynamics).
• Research account history, notes, treatment plans and settlement documents to identify escalation root cause and devise positive outcomes.
• Consult with various departments including Claims, Rx and Sales to gather information and coordinate efforts in devising effective solutions.
• Manage inbound call volume.
• Outreach to providers, pharmacies, and members to obtain additional information as needed.
• Develop and implement strategies to reduce the volume of escalated issues by identifying drivers, patterns, and trends.
• Demonstrate proficiency in problem-solving and thinking critically when it comes to resolving member complaints.
• Communicate effectively with members, internal teams, and management.
• Ability to explain coverage determinations.
• Identify and recommend ways in which our Member Care team can further build connections through empowerment and ownership.
• Ensure familiarity with the most up-to-date policies and procedures and recognize potential additions or modifications as needed.
• Share opportunities for learning and development on member issues and potential improvements based on trend analysis with management and other team members.

Voice of the Customer Specialist – Escalations, Bilingual Preferred

QA Engineer

• Collaborate with scrum team members to plan sprint work, refine requirements, and define acceptance criteria.
• Create test plan and test cases based on user stories, requirements documents, and design specifications.
• Perform manual testing against various platforms like web, mobile, and desktop applications.
• Identify software defects and quality issues and report them as detailed defect reports in a bug tracking system, including clear descriptions, steps to reproduce, screenshots, and expected behavior.
• Collaborate with developers to understand and prioritize reported defects, track fixes, and retest to ensure issues are resolved.
• Update test plans, test cases, and test executions with changes in requirements or application functionality.
• Communicate testing progress, findings, and potential risks effectively to all stakeholders.

IT Quality Assurance Analyst

Product Manager

• Lead the growth and scaling of the Webster Bank integration platform - MuleSoft
• Collaborate with stakeholders and management to establish a clear product vision and strategic roadmap, ensuring the development team understands the product's purpose and goals
• Customer Centricity and understanding customer needs – as the representative (Voice) of the customer, continually leverage market research and trends to be able to provide best customer value.
• Translate high-level strategic goals and features into detailed user stories and acceptance criteria that the development team can clearly understand and implement
• Own, build, refine, and prioritize the product backlog (a dynamic "to-do" list of features, enhancements, and fixes) based on business value, urgency, and customer needs
• Represent the end user to explain/clarify the requirements to the scrum team and provide feedback on the stories developed
• Lead the planning and delivery of major initiatives
• Participating in Scrum meetings and product sprints
• Make prioritization calls with a goal of ensuring the team remains focused on highest value add activities
• Define the goals of Sprints and Releases in coordination with the Scrum Master and Release Manager
• Define clear work goals in line with business goals and establish departmental priorities and expectations.
• Assure IT performance metrics are achieved for the reliability and stability of key platforms and systems.
• Identify and initiate work process and tool improvements that lead to increased productivity.
• Liaise with senior management and provide reports/updates related to department performance as requested.

Director, Product Owner – MuleSoft

Sales

• Focuses on driving growth through a consultative sales approach, targeting new employer accounts within the assigned territory.
• Manages the sales process while selling to Employers directly, Health & Welfare Consultants, Brokers, Third-Party Partnerships.
• Works closely with consultants to deliver strategic solutions to mid-market employers (1,500–10,000 employees).

Regional Vice President, Sales

Compliance

• Complete SOX testing in assigned areas, including assessment of control design through walkthroughs and testing of operating effectiveness.
• Ensure documentation and testing complies with industry standards and allows for reliance by the external auditors.
• Manage testing requests and organize source documentation.
• Assist in maintenance of SOX system and SOX documentation.
• Support external auditor requests during the annual audit.
• Assist in the review and mapping of SOC 1 reports.
• Develop and maintain cooperative working relationships with business line partners and other stakeholders.

Analyst, SOX Compliance

Operations

• Intern - Consumer Banking Field Operations, under direct supervision, will support the identified Consumer Banking team to assist Managing Director - Field Operations and gain exposure to a variety of consumer banking functions.
• Assist with project coordination for field operations initiatives, including tracking deliverables and timelines
• Support procedure documentation and process improvement efforts to ensure compliance and efficiency
• Help prepare presentations, reports, and dashboards for leadership meetings and team updates
• Participate in data analysis to identify trends and opportunities for optimization across banking centers
• Collaborate with team members on engagement activities, including communications and event planning
• Perform research and benchmarking to support strategic recommendations

Summer Intern – Consumer Banking Field Operations

• Create a positive first impression with our members by gathering all necessary information to ensure seamless first-time use at their pharmacy or provider’s office.
• Be enthusiastic and welcoming in your conversation while explaining the benefits of their membership.
• Manage member inquiries via incoming calls, emails, or chats within established turnaround times.
• Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active.
• Identify and resolve members needs to achieve the ultimate customer experience.
• Ability to guide our members through registering for their Member Portal access.
• Listen to member or client service problems, determine the root cause of the issue and present options to bring the issue to resolution.
• Document all communication and upload appropriate documents to our internal database.
• Create and maintain clear and concise documentation of member conversations within the internal database.
• Hand off members to Member Care Services team once fully onboarded by providing any special requests or issues to the team.